This week’s guest is David Acklin from Hawaiian Airlines. David explained how they improved their interline baggage process, including how they got other airlines involved. An MP3 version of this episode is available for download here.

In this episode you’ll learn:

David’s background (2:05)

Continuous improvement at Hawaiian Airlines (3:04)

David’s favorite Deming quote (5:03)

About interline baggage (6:35)

What the problem was (9:29)

How they convinced other airlines to participate (11:30)

The resistance they experienced (14:58)

The countermeasures they implemented (19:17)

Their results (21:41)

The reaction from Hawaiian Airlines leadership (22:27)

What David would do differently (23:39)

What “continuous improvement leadership” means (25:28)

How David practices continuous improvement at home (26:52)

Where people struggle (28:05)

What David is most proud of as it relates to continuous improvement (30:31)